NHTSA Campaign Number: 16V245
Manufacturer Ford
Motor Company
Components SUSPENSION
Potential Number of Units Affected 75,364
Rear Suspension Toe Link may be Improperly Welded
A fracture of the rear suspension toe link may result in a loss of steering control, increasing the risk of a crash.
Summary
Ford Motor Company (Ford) is recalling certain model year 2014-2015 Ford Explorer vehicles manufactured January 17, 2014 to May 31, 2014. The affected vehicles may have improperly welded rear suspension toe links that may fracture.
Remedy
Ford will notify owners, and dealers will replace the rear suspension toe links, free of charge. The recall began on November 18, 2016. Owners may contact Ford customer service at 1-866-436-7332. Ford’s number for this recall is 16S18.
Notes
Owners may also contact the National Highway Traffic Safety Administration Vehicle Safety Hotline at 1-888-327-4236 (TTY 1-800-424-9153), or go to www.safercar.gov.
Check if your Vehicle has a Recall
August 10, 2018
TO: All U.S. Ford and Lincoln Dealers
SUBJECT: NEW VEHICLE DEMONSTRATION / DELIVERY HOLD – Safety Recall 16S18 – Supplement #2
Certain 2014-2015 Model Year Explorer and Police Interceptor Utility Vehicles
Rear Suspension Toe Link Replacement
REF: NEW VEHICLE DEMONSTRATION / DELIVERY HOLD – Safety Recall 16S18 – Supplement #1
Dated August 15, 2017
REF: Optional Product Improvement 17G01 – Supplement #2
Dated August 10, 2018
New! REASON FOR THIS SUPPLEMENT
Technical Information: Updated to remind dealers that the new toe link adjustment sleeve jam nuts are only finger tight and must be tightened even when rear toe adjustment is not necessary.
AFFECTED VEHICLES
| Vehicle | Model Year | Assembly Plant | Build Dates |
| Explorer | 2014-2015 | Chicago | January 17, 2014 through May 31, 2014 |
| Police Interceptor Utility | 2014-2015 | Chicago | January 21, 2014 through May 13, 2014 |
Affected vehicles are identified in OASIS and FSA VIN Lists.
REASON FOR THIS SAFETY RECALL
In some of the affected vehicles, the rear suspension toe link(s) may have poor weld quality which may cause them to fracture. A fractured rear suspension toe link may cause a loss of steering control, a difficult steering condition, or rear suspension noise. Loss of steering control increases the risk of a crash.
SERVICE ACTION
Before demonstrating or delivering any new in-stock vehicles involved in this recall, dealers are to replace both rear suspension toe links, check alignment and, if necessary, adjust rear toe. This service must be performed on all affected vehicles at no charge to the vehicle owner.
NOTE: Some of the affected vehicles are also included in Optional Product Improvement Program 17G01. Rear suspension toe link replacement provides a single repair for 16S18 and 17G01, for vehicles serviced on or after August 15, 2017. If affected, the Ford system will automatically close 17G01 upon claim payment of 16S18.
OWNER NOTIFICATION MAILING SCHEDULE
Owner letters are expected to be mailed the week of November 14, 2016. Dealers should repair any affected vehicles that arrive at their dealerships, whether or not the customer has received a letter.
PLEASE NOTE:
Federal law requires dealers to complete this recall service before a new vehicle is delivered to the buyer or lessee. Violation of this requirement by a dealer could result in a civil penalty of up to $21,000 per vehicle. Correct all vehicles in your new vehicle inventory before delivery.
New! ATTACHMENTS
Attachment I: Administrative Information
Attachment II: Labor Allowances and Parts Ordering Information
Attachment III: Technical Information
Owner Notification Letter
Recall Reimbursement Plan
QUESTIONS & ASSISTANCE
For questions and assistance, contact the Special Service Support Center (SSSC) via the SSSC Web Contact Site. The SSSC Web Contact Site can be accessed through the Professional Technician Society (PTS) website using the SSSC link listed at the bottom of the OASIS VIN report screen or listed under the SSSC tab.
Sincerely,
David J. Johnson
ATTACHMENT I
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD – Safety Recall 16S18 – Supplement #2
Certain 2014-2015 Model Year Explorer and Police Interceptor Utility Vehicles
Rear Suspension Toe Link Replacement
OASIS ACTIVATION
OASIS was activated on April 26, 2016.
FSA VIN LISTS ACTIVATION
FSA VIN Lists have been available through https://web.fsavinlists.dealerconnection.com since April 26, 2016. Owner names and addresses will be available by November 25, 2016.
NOTE: Your FSA VIN Lists may contain owner names and addresses obtained from motor vehicle registration records. The use of such motor vehicle registration data for any purpose other than in connection with this recall is a violation of law in several states, provinces, and countries.
Accordingly, you must limit the use of this listing to the follow-up necessary to complete this recall.
SOLD VEHICLES
- Owners of affected vehicles will be directed to dealers for repairs.
- Immediately contact any of your affected customers whose vehicles are not on your VIN list but are identified in OASIS. Give the customer a copy of the Owner Notification Letter (when available) and schedule a service date.
- Correct other affected vehicles identified in OASIS which are brought to your dealership.
- Dealers are to prioritize repairs of customer vehicles over repairs of new and used vehicle inventory.
STOCK VEHICLES
- Correct all affected units in your new vehicle inventory before delivery.
- Use OASIS to identify any affected vehicles in your used vehicle inventory.
DEALER-OPERATED RENTAL VEHICLES
The Fixing America’s Surface Transportation (FAST) Act law effective June 2016 prohibits a rental company from selling, renting or leasing vehicles subject to a safety or compliance recall. Please consult your legal counsel for legal advice.
TITLE BRANDED / SALVAGED VEHICLES
Affected title branded and salvaged vehicles are eligible for this recall.
ADDITIONAL REPAIR (LABOR TIME AND/OR PARTS)
Additional repairs identified as necessary to complete the FSA should be managed as follows:
- For related damage and access time requirements, refer to the Warranty and Policy Manual – Section 6 – Ford/Lincoln Program Policies – Field Service Actions (FSA) – Related Damage.
- For vehicles within new vehicle bumper-to-bumper warranty coverage, no SSSC approval is required.
- Ford vehicles – 3 years or 36,000 miles
- Ford
- For vehicles outside new vehicle bumper-to-bumper warranty coverage, submit an Approval Request to the SSSC Web Contact Site prior to completing the repair.
OWNER REFUNDS
- This safety recall must still be performed, even if the owner has paid for a previous repair. Claiming a refund will not close the recall on the vehicle.
- Ford Motor Company is offering a refund for owner-paid repairs covered by this recall if the repair was performed prior to the date indicated in the reimbursement plan, which is posted with this bulletin. Owners are directed to seek reimbursement through authorized dealers or, at their option, directly through Ford Motor Company at P.O. Box 6251, Dearborn, MI 481216251.
- Dealers are also pre-approved to refund owner-paid emergency repairs that were performed away from an authorized servicing dealer after the end date specified in the reimbursement plan. Non-covered repairs, or those judged by Ford to be excessive, will not be reimbursed.
- Refunds will only be provided for the cost associated with rear suspension toe link replacement.
RENTAL VEHICLES
The use of rental vehicles is not approved for this program.
CLAIMS PREPARATION AND SUBMISSION
- Enter claims using Dealer Management System (DMS) or One Warranty Solution (OWS) online.
- When entering claims, select claim type 31: Field Service Action. The FSA number (16S18) is the sub code.
- For additional claims preparation and submission information, refer to the Recall and Customer Satisfaction Program (CSP) Repairs in the OWS User Guide.
- Additional labor and/or parts must be claimed as related damage on a separate repair line from the FSA. IMPORTANT: Click the radio button on the Related Damage Indicator.
- Submit refunds on a separate repair line.
- Program Code: 16S18 – Misc. Expense: ADMIN
- Misc. Expense: REFUND – Misc. Expense: 0.2 Hrs.
- Multiple refunds should be submitted on one repair line and the invoice details for each repair should be detailed in the comments section of the claim.
NOTE: If affected, the Ford system will automatically close 17G01 upon claim payment of 16S18.
NOTE: The rear toe link kit part numbers have been updated. All repairs completed on or after August 15, 2017 must use the updated parts.
ATTACHMENT II
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD – Safety Recall 16S18 – Supplement #2
Certain 2014-2015 Model Year Explorer and Police Interceptor Utility Vehicles
Rear Suspension Toe Link Replacement
LABOR ALLOWANCES
| Description | Labor Operation | Labor Time |
| Replace both rear suspension toe links | 16S18B | 0.6 Hours |
| Check alignment and, if necessary, adjust rear toe | 16S18C | 0.6 Hours |
PARTS REQUIREMENTS / ORDERING INFORMATION
NOTE: The rear toe link kit part numbers have been updated. All repairs completed on or after August 15, 2017 must use the updated parts.
| Description | Order Quantity | Part Number |
| Rear Toe Link Kit – AWD and all Police Interceptor Utility vehicles | 1 | DB5Z-5A972-J |
| Rear Toe Link Kit – FWD (except Police Interceptor Utility vehicles) | 1 | DB5Z-5A972-K |
Order your parts through normal order processing channels. To guarantee the shortest delivery time, an emergency order for parts must be placed.
DEALER PRICE
For latest prices, refer to DOES II.
PARTS RETENTION AND RETURN
Follow the provisions of the Warranty and Policy Manual, Section 1 – WARRANTY PARTS RETENTION AND RETURN POLICIES.
EXCESS STOCK RETURN
Excess stock returned for credit must have been purchased from Ford Customer Service Division in accordance with Policy Procedure Bulletin 4000.
ATTACHMENT III
CERTAIN 2014-2015 MODEL YEAR EXPLORER AND POLICE INTERCEPTOR UTILITY VEHICLES — REAR SUSPENSION TOE LINK REPLACEMENT
OVERVIEW
In some of the affected vehicles, the rear suspension toe link(s) may have poor weld quality which may cause them to fracture. A fractured rear suspension toe link may cause a loss of steering control, a difficult steering condition, or rear suspension noise. Loss of steering control increases the risk of a crash. Dealers are to replace both rear suspension toe links, check alignment and, if necessary, adjust rear toe.
NOTE: Some of the affected vehicles are also included in Optional Product Improvement Program 17G01. Rear suspension toe link replacement provides a single repair for 16S18 and 17G01, for vehicles serviced on or after August 15, 2017. If affected, the Ford system will automatically close 17G01 upon claim payment of 16S18.
NOTE: The rear toe link kit part numbers have been updated. All repairs completed after August 15, 2017 must contain the updated parts.
NEW! SERVICE PROCEDURE
WARNING: Suspension fasteners are critical parts that affect performance of vital components and systems. Tighten fasteners as specified. Measure the distance from the center of the wheel hub to the lip of the fender with the vehicle in a level, static ground position (ride height) before dissasembly. When securing the new toe link, it must be secured at the previously measured ride height.
WARNING: Tighten the suspension bushing fasteners with the suspension supported at ride height or with the weight of the vehicle resting on the wheels and tires, otherwise toe link and bushing damage may occur.
- Replace both rear toe links and all fasteners. Please follow the Workshop Manual (WSM) procedures in Section 204-02.
NOTE: The new toe link adjustment sleeve jam nuts are only finger tight. The jam nuts must be tightened to the torque specification in the WSM even if toe adjustment is not necessary.
NOTE: The toe links must be secured at ride height during replacement. See Figure 1.
FIGURE 1
Ford Motor Company
Recall Reimbursement Plan for 16S18
Ford and Lincoln dealers are in the best position to quickly and efficiently process reimbursement requests. However, federal legislation requires all motor vehicle manufacturers to establish processes through which customers may seek recall reimbursement directly from the manufacturer or from the dealers.
Regarding the specific reimbursement plan for Recall # 16S18, owners who have paid for service to remedy the defect or noncompliance must have had that service performed prior to
November 30, 2016. After this date, if repairs related to this recall are performed by a non-Ford repair facility in an emergency situation, customers must submit any refund requests through their dealership. As required by this federal regulation, Ford Motor Company submitted the details of its latest General Recall Reimbursement Plan in a letter to the National Highway Traffic Safety Administration (NHTSA) in February 2015. The following is the text of that letter and the Plan:
General Recall Reimbursement Plan
(As submitted to the NHTSA)
Pursuant to the requirements set forth in 49 CFR Part 573 and Part 577 of the Code of Federal Regulations, Ford Motor Company (Ford) is submitting required information pertaining to our general reimbursement plan for the cost of remedies paid for by vehicle owners before they are notified of a related safety recall.
Set forth below is Ford’s general plan to reimburse owners and purchasers for costs incurred for remedies in advance of notification of potential safely-related defects or noncompliances pursuant to Part 573.6 (c)(8)(i). This plan has not changed since our February 20, 2015 submission.
Reimbursement Notification
Ford’s notice to a vehicle owner in accordance with 49 CFR Part 577 will indicate that Ford is offering a refund if the owner paid to have service to remedy the defect or noncompliance prior to a
specified ending date. In accordance with Part 573.13 (c)(2), this ending date will be defined as a minimum of ten calendar days after the date on which Ford mailed the last of its Part 577 notifications to owners, and will be indicated in the specific reimbursement plan available to owners for an individual recall. This notice will direct owners to seek eligible reimbursement through authorized dealers or, at their option, directly through Ford at the following address:
Ford Motor Company
P.O. Box 6251
Dearborn, MI 48121-6251
Ford notes that this rule allows for the identification of a beginning date for reimbursement eligibility. Under the rule, an owner who paid to remedy the defect or noncompliance prior to the identified beginning date would not be eligible for reimbursement. Ford generally has not established such a beginning date for reimbursement eligibility and does not presently anticipate changing this general policy. However, in any case where Ford determines a beginning date is appropriate, Ford will indicate that date in the owner notice. As permitted by 577.11(e), Ford may not include a reimbursement notification when all vehicles are well within the warranty period, subject to approval by the agency.
Costs to be Reimbursed
For vehicles, reimbursement will not be less than the lesser of:
- The amount paid by the owner for the remedy that specifically addressed and was reasonably necessary to correct the defect or noncompliance that is the subject of the recall, or
- The cost of parts for the remedy (to be no more than the manufacturer’s list retail price for authorized part(s), plus associated labor at local labor rates, miscellaneous fees (such as disposal of waste) and taxes.
For replacement equipment, reimbursement will be the amount paid by the owner for the replacement item (limited by the amount of the retail list price of the defective or noncompliant item that was replaced, plus taxes, where the brand or model purchased by the owner was different than the brand or model that was the subject of the recall). If the item of motor vehicle equipment was repaired, the reimbursement provisions identified above for vehicles will apply.
Ford notes that costs incurred by the owner within the period during which Ford’s original or extended warranty would have provided for a free repair of the problem will not be eligible for reimbursement, as provided by Part 573.13 (d)(1).
Entities Authorized to Provide Reimbursement
Ford will continue to use authorized dealers to reimburse owners under the specific reimbursement plans for a particular recall, and will encourage owners to pursue requests for reimbursement directly through dealers to expedite reimbursement. Ford will also provide a mailing address to which customers can, at their option, send requests for reimbursement directly to Ford, as previously noted. Requests for reimbursement sent directly to Ford may take up to 60 days to process. Whether the owner chooses to pursue reimbursement requests through a dealer or directly through Ford, the owner will be directed to submit the required documentation, upon which reimbursement eligibility will be determined.
Required Documentation
The reimbursement determination will depend upon the information provided by the customer. Consistent with Part 573.13 (d)(4) the following information must be submitted:
- Claimant name and address
- Vehicle make, model, and model year
- Vehicle identification number (VIN) and, for replacement equipment, a description of such equipment or, for tires, the model, size and TIN (DOT code)
- Identification of the recall number (either the Ford recall number or the NHTSA recall number)
- Identification of the owner of the recalled vehicle at the time that the pre-notification remedy was obtained
- An original receipt for the pre-notification remedy that includes a breakdown of the amount for parts, labor, other costs and taxes, including costs for the replacement item. Where the receipt covers work other than to address the recall or noncompliance, Ford may require the claimant to separately identify costs that are eligible for reimbursement.
- If the remedy was obtained during the warranty period, documentation indicating that the warranty was not honored or the warranty repair did not correct the problem related to the recall.
Failure to submit all of the above information may result in denial of the reimbursement request.
Additional Information
The Part 577 required owner notice will provide a toll-free telephone number through which specific information about the reimbursement plan can be requested from Ford. This general reimbursement plan will be incorporated into notifications pursuant to Part 573.6 by reference. Information specific to an individual recall also may be incorporated into the Part 573.6 notification.
November, 2016
* * * IMPORTANT SAFETY RECALL * * *
(PROGRAMA DE SEGURIDAD IMPORTANTE)
Safety Recall Notice 16S18 / NHTSA Recall 16V-245
Aviso de Revisión de Seguridad 16S18
Mr. John Sample
123 Main Street
Anywhere, USA 12345
Your Vehicle Identification Number (VIN): 12345678901234567
This notice is sent to you in accordance with the National Traffic and Motor Vehicle Safety Act.
Ford Motor Company has decided that a defect which relates to motor vehicle safety exists in your vehicle, with the VIN shown above.
We apologize for this situation and want to assure you that, with your assistance, we will correct this condition. Our commitment, together with your dealer, is to provide you with the highest level of service and support.
| What is the issue? | On your vehicle, the rear suspension toe link(s) may fracture, which could result in loss of steering control, a difficult steering condition, or rear suspension noise. Loss of steering control increases the risk of a crash. |
| What will Ford and your dealer do? | Ford Motor Company has authorized your dealer to replace the rear suspension toe links free of charge (parts and labor). |
| How long will it take? | The time needed for this repair is less than one-half day. However, due to service scheduling requirements, your dealer may need your vehicle for a longer period of time. |
| What should you do? | Please call your dealer without delay and request a service date for Recall 16S18. Provide the dealer with your VIN, which is printed near your name at the beginning of this letter.
If you do not already have a servicing dealer, you can access www.Fordowner.com for dealer addresses, maps, and driving instructions. Ford Please note: Federal law requires that any vehicle lessor receiving this recall notice must forward a copy of this notice to the lessee within ten days. Your vehicle may be equipped with a diagnostic feature called the Vehicle Health Report which can inform you about all available recalls, as well as other key vehicle health information. Please see https://owner.ford |
| Have you previously paid for this repair? | If you have previously paid for a repair that addresses the issue described in this letter, you still need to have this recall performed to ensure the correct parts were used.
You may be eligible for a refund of previously paid repairs. Refunds will only be provided for service related to rear suspension toe link replacement. To verify eligibility and expedite reimbursement, give your paid original receipt to your dealer. Refund requests may also be sent directly to Ford Refund requests mailed to this address may take up to 60 days to process. Your original receipt will be returned to you. Detailed information regarding eligibility for Ford |
| What if you no longer own this vehicle? | If you no longer own this vehicle, and have an address for the current owner, please forward this letter to the new owner.
You received this notice because government regulations require that notification be sent to the last known owner of record. Our records are based primarily on state registration and title data, which indicate that you are the current owner. |
| Can we assist you further? | If you have difficulties getting your vehicle repaired promptly and without charge, please contact your dealership’s Service Manager for assistance.
RETAIL OWNERS: If you have questions or concerns, please contact our Ford For the hearing impaired call 1-800-232-5952 (TDD). Representatives are available Monday through Friday: 8:00AM – 8:00PM(Eastern Time). FLEET OWNERS: If you have questions or concerns, please contact our Fleet Customer Information Center at 1-800-34-FLEET, choose Option #3, and one of our representatives will be happy to assist you. If you wish to contact us through the Internet, our address is: www.fleet.ford If you are still having difficulty getting your vehicle repaired in a reasonable time or without charge, you may write the Administrator, National Highway Traffic Safety Administration, 1200 New Jersey Ave. S.E., Washington, D.C. 20590 or call the toll free Vehicle Safety Hotline at 1-888-327-4236 (TTY: 1-800-424-9153) or go to www.safercar.gov. Reference NHTSA Safety Recall 16V-245. |
| Para asistencia en Español | Visite nuestro sitio web para ver este anuncio en Español al siguiente dirección: https://es.owner.ford.com/recall .
Si necesita ayuda o tiene alguna pregunta, por favor llame al Centro de Relación con Clientes al 1-866-436-7332 y presione 2 para Español. |
Thank you for your attention to this important matter.
Ford Customer Service Division
Safety Recall 16S18 – Supplement #2
August 10, 2018
Safety Recall 16S18 – Supplement #1
August 15, 2017
Safety Recall 16S18
November 1, 2016
Advance Notice – Safety Recall 16S18 – Supplement #1
September 26, 2016
Advance Notice – Safety Recall 16S18
April 26, 2016
Renotification Notice
April 2018
Renotification Notice
April 2017
Owner Notification Letter
November 2016
Interim Owner Notification Letter
June 2016
Press Release
April 27, 2016
Recall Acknowledgement
May 11, 2016
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What about those like us living outside us or Canada who bought these cars? I’m totally disappointed about Ford. Will not advice even my worst enemy to buy a Ford car.
Local dealer didn’t fix suspension issue after he took the car 5 to 6 time for fixing. What a shame!!! What about my safety? The warranty ???The money I spent to buy that car!!!
I have been notified twice so far about this recall. My dealer Wayne Ford in Wayne NJ had told me the parts were not available. I have been driving my 2014 explorer since the recall notification in May 2016. Contacted the Wayne dealership again in November and they said still don’t have the parts. When I contacted another local dealer they said no problem and they had parts. Made appointment with them. Will think twice about using Wayne Ford in Wayne NJ again for service
My mother leased a 2015 ford explorer in 2014. I was driving the car normally on a smooth road when all of a sudden it felt like the wheel had popped off its axle. I swerved and when i finally regained control, i pulled over to see that the wheel was not aligned correctly and the car was not drivable. After my father inspected the car to see what was wrong he said that the rear stabilizer link (toe link) had snapped. After looking for replacement parts online did we find out that there was a recall on ford explorers for improperly welded toe links. Ford explorers are very popular and i have never heard about this recall before, my mom and dad have been ford owners for 20+ years. Ford has to make this more known to people before someone gets into a serious accident like i almost did.
I am having a major concern over this recall given the fact that NOTHING can be done to resolve this issue until the third quarter of 2016. How can FORD allow 75k+ drivers to drive willingly knowing there may be a potential issue with their steering. This is even more so of a concern for me since my family and I are scheduled to travel North 16 hours tomorrow. Heaven forbid but who will be responsible for damages to my vehicle or my family because FORD was not proactively prepared to remedy this issue? Who will reimburse me for a rental since I cannot rely on my vehicle I pay good money for and on time every month? This is my very first FORD vehicle I have had for 6 months and this is the 2nd steering issue ive encountered and am VERY disappointed.
Any safety related recalls, manufacturer has to provide a rental until the vehicle is fixed. If you own one of the vehicles with a safety racall, go to your local dealer, and ask for a rental.
I did go to the dealer when I was going out of town for mine but was told there is nothing they can do so I was out 600.00 for a rental because there is no way I was going to put my kids in the car on the interstate with that kind of recall
I would call ford headquarters and talk to them, or Call National Highway Traffic Safety Administration Vehicle Safety Hotline at 1-888-327-4236.